ibex Work@Home Technology Suite Accelerates the Digital Transformation of Global Customer Experience Operations
June 24 2021 - 8:00AM
ibex (NASDAQ: IBEX), a global leader in business process
outsourcing (BPO) and end-to-end customer engagement technology
solutions, today announced key enhancements to its Work@Home
product suite. These solutions are key components of the ibex Wave
X technology platform and are integral in driving superior
operational excellence and innovation in a work at home setting.
The ibex Work@Home product suite focuses on key areas designed
to drive cost savings, accelerate productivity, increase security,
and enhance the customer experience (CX) for ibex customers, while
supporting agents’ ability to meet rising consumer demands and work
at maximum efficiency from anywhere in the world. These solutions
include:
- ibex Round – Enables remote simultaneous
monitoring of customer service agent screens from a single desktop,
with live insight and coaching across all voice, chat, and online
interactions.
- ibex Witness – Provides maximum awareness and
visibility into customer-agent interactions through the automated
monitoring of agent keystrokes, screen behavior, and other digital
activity. This helps reduce risk by identifying issues early,
correcting noncompliant behavior, and safeguarding personal
data.
- ibex Virtual Floor Management System
(vFMS) – Enables on-demand agent assistance from a
dedicated subject matter expert, allowing for real-time issue
escalation and immediate issue resolution.
- ibex Training Simulator - Creates
real-world customer scenarios, guiding the agent through three
stages of learning designed to reduce handle times, while
accelerating proficiency in common call drivers such as product
inquiries, billing, technical support, and new orders.
“The rapid shift to work-at-home models has compelled many
service-based companies to invest in innovative technologies that
facilitate a seamless shift from on-site to remote operations,
while at the same time, manage an exponential increase in volume,”
said Jim Ferrato, CIO, ibex. “ibex Work@Home products increase
efficiencies for our clients by providing them with innovative
technology that facilitates a rapid shift to remote work while
fully optimizing the productivity and security of their
operations.”
The ibex Work@Home product suite resides on the
company’s Wave X technology platform, a dedicated technology
hub that drives optimal customer interactions, contact center
performance, and digitally transformed customer experiences through
an end-to-end set of technology capabilities.
About ibex ibex delivers innovative business
process outsourcing (BPO), smart digital marketing, online
acquisition technology, and end-to-end customer engagement
solutions to help companies acquire, engage, and retain valuable
customers. Today, ibex operates a global contact center of scale
consisting of 31 operations facilities around the world, while
deploying next-generation technology to drive superior customer
experiences for many of the world’s leading companies across
retail, e-commerce, healthcare, fintech, utilities and
logistics.
ibex leverages its diverse global team of over 24,000 employees
together with industry-leading technology, including its Wave X
technology platform, to manage nearly 200 million critical customer
interactions, adding over $2.2B in lifetime customer revenue each
year and driving a truly differentiated customer experience. To
learn more, visit our website at ibex.co and connect with us
on LinkedIn, Facebook, and Twitter.
Media and Investor Contact: Brad Jones ibex +1
(720) 643-8731 brad.jones@ibex.co
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